Domino's 利用 Dialogflow 的对话技术增强客户体验
技术
- 分析与建模 - 机器学习
- 分析与建模 - 自然语言处理 (NLP)
适用行业
- 水泥
适用功能
- 采购
用例
- 对话机器人
- 机器翻译
关于客户
达美乐成立于 1960 年，是一家全球披萨连锁餐厅，在 85 多个国家/地区经营着 14,000 多家餐厅。仅在美国，他们的司机每周就行驶超过 1000 万英里，送出超过 1050 万份披萨。达美乐一直是食品行业数字创新的先驱，是首批通过其原生应用推出人工智能语音订购助手的公司之一。该公司致力于超越客户期望，不断创新以改善客户体验。
挑战
全球披萨连锁餐厅 Domino's 一直走在数字创新的前沿，让客户能够通过“Dom”订购披萨，Dom 是一款在线和通过公司移动应用程序提供的订购机器人。然而，随着消费者行为的变化和创新需求的增加，该公司面临着由自然语言理解 (NLU) 和机器学习提供支持的丰富对话体验的挑战。该公司需要一种可扩展并适应复杂订购流程所需的意图数量的解决方案。挑战在于考虑到客户从其丰富的菜单中订购时可能采取的多种指示。
解决方案
Domino's 于 2016 年 8 月开始探索各种 NLU 解决方案，并最终选择 Dialogflow，因为它具有可扩展性和适应所需意图数量的能力。 Dialogflow 的用户友好且直观的界面是他们做出决定的另一个关键因素。凭借 50 多年的客户服务知识和 Dialogflow 的 NLU 功能，Domino's 能够构建简单的客户交互和日益复杂的订购场景。该项目范围超出了预期，但 Domino's 成功创造了可靠的客户体验。现在，任何使用内置 Google Assistant 的设备（例如 Google Home）的人都可以通过简单的语音命令从 Domino's 订购。
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